Messaging-Based ITSM Service Request Management

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Solution Overview

Problem

IT technicians and organization members face difficulties and inefficiencies in updating the status of service requests within ITSM systems, as they often need to log in each time to perform actions, which is time-consuming and cumbersome.

Innovation Solution

A messaging system is integrated with the ITSM system, utilizing engines like the editor engine, message engine, action engine, and response engine to generate, send, and manage service requests with embedded action buttons, allowing users to perform actions without logging into the ITSM system, using messaging services like email or text messaging.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Ease of operation

If users log in to the ITSM system each time to update service request status, then system security and authentication are maintained, but user convenience and time efficiency deteriorate

Engineering Contradiction:

Improveease of updating service request statusVSAvoidtime spent on frequent logins

Core Design Contradiction:

Ease of operationVSLoss of time

Solution Approach 1:

The patent introduces a messaging system as an intermediary between users and the ITSM system. The messaging system receives service request updates from users and forwards them to the ITSM system, eliminating the need for users to directly access and log in to the ITSM system. This mediator approach maintains security while improving ease of operation and reducing time loss.

Inventive Principle:

Principle #24Intermediary (Mediator)

Solution Approach 2:

The patent replaces the mechanical login process with an automated messaging-based update process. Instead of manually logging in through authentication interfaces, users simply send messages through the messaging system, which automatically processes and submits updates to the ITSM system. This substitution eliminates repetitive authentication actions while maintaining system security protocols.

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

2Ease of operation

If a traditional ITSM system interface is used, then comprehensive service management functionality is available, but user accessibility and convenience deteriorate

Engineering Contradiction:

Improveaccessibility of service request managementVSAvoidcomplexity of ITSM system interface

Core Design Contradiction:

Ease of operationVSDevice complexity

Solution Approach 1:

The patent extracts the essential service request update functionality from the complex ITSM system interface and delivers it through a simplified messaging channel. Users only need to interact with the familiar messaging system to perform updates, while the complex ITSM interface remains in the background handling the actual service management operations. This extraction approach maintains full functionality while dramatically improving accessibility.

Inventive Principle:

Principle #2Taking out (Extraction)

Solution Approach 2:

The messaging system serves multiple functions: it acts as a communication channel, an update submission interface, and a user-friendly portal to the ITSM system. By making the messaging system multi-functional, the patent eliminates the need for users to learn or adapt to a complex ITSM interface while still providing access to comprehensive service management capabilities.

Inventive Principle:

Principle #6Universality (Multi-functionality)

Data Source

PatentUS11283748B2Message based information technology service management

Publication Date: 2022.03.22 MICRO FOCUS LLC

AI summary

In one implementation, a system for message based information technology service management includes an editor engine to generate a first message that includes a description of a service request, an action engine to add a number of actions to the first message relating to the service request, and a response engine to send a second message to a number of users based on the service request and the number of actions added to the first message.